Question 1

What is the warranty period and coverage?

Accepted Answer

We provide a one-year warranty. From 1st to 3rd month, free parts and shipping are provided. From 4th to 12th month, free parts but customer pays shipping. After 13 months, customer pays for both parts and shipping.

Question 2

How do you handle machine failures or defects?

Accepted Answer

You can contact us immediately for a video meeting where our engineer will guide you to fix it. We can also send spare parts for exchange if needed.

Question 3

Can the machine be used outdoors?

Accepted Answer

Yes, the machine can be placed outside, but it requires a roof for protection as it is electric and cannot be exposed directly to rain or sunlight.

Question 4

What are the maintenance requirements?

Accepted Answer

Check and remove waste water daily. Use pure water and 1.5mm-2.5mm sugar. Clean the burner cover if sugar silk nets appear. Do not change machine parameters.

Question 5

How long does it take to produce one cotton candy?

Accepted Answer

It usually takes 60-180 seconds depending on color and shape. The first candy takes longer due to pre-heating. Production rate can be increased if the system is upgraded.

Question 6

Can the machine accept Turkish Lira?

Accepted Answer

Yes, the machine can be set to accept Turkish Lira, but it cannot detect counterfeit money.

Question 7

Can advertising videos be played on the screen?

Accepted Answer

Yes, you can upload advertisement videos. The video should be about 3 minutes long and meet specific size requirements. Music changes must be requested beforehand.

Question 8

Does the machine have a counter for production data?

Accepted Answer

Yes, the machine has an app counter that displays detailed data including daily, weekly, and monthly production and sales figures.

Question 9

Is the machine shipped assembled or disassembled?

Accepted Answer

The machine is fully installed by us. Upon receipt, you only need to put the top light head on the body and connect the power to use it.

Question 10

What payment methods are accepted?

Accepted Answer

We accept LC, T/T, D/P, PayPal, Western Union, and small-amount payments. Payments via Ali require an extra 3% handling charge.

Question 11

What is the average lifespan of the machine?

Accepted Answer

With correct usage, the key component (burner) can last over 5 years. Each 8kg of sugar produces approximately 200-250 pieces of candy.

Question 12

What kind of malfunctions usually occur?

Accepted Answer

Usually, malfunctions are caused by using the wrong sugar size, which blocks pipes and the burner. We supply usual spare parts with the machine for immediate replacement.

Question 13

Can the machine be connected to the internet for remote control?

Accepted Answer

The machine supports WiFi connection to view data on an app (sales, money, etc.), but remote control is not currently available.

Question 14

What certifications does the machine have?

Accepted Answer

The machine has CE, RoHS, and FDA certifications.

Question 15

What happens if the machine arrives defective?

Accepted Answer

Machines are tested before shipping. If any broken parts are found upon receipt, we will send parts for exchange.

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